Turns out Virgin Media have been charging me for an account I closed over a year ago.
having only recently noticed this on my statements (should have check statements more regularly and the problem would not have lasted so long as it has, which is my fault) I have phoned to make sure the account is closed and see if there was any way of being refunded as the service has not been used and furthermore as far as i was concerned the account was closed.
Poor listening ability, don't listening to the problem, just concerned with billing me for cancellation! Wont call me back, keeping me on hold, my phone bill will now be astronomical. They can not transfer me to different departments. further more the standard issues with foreign call centers and the comprehension of a foreign language. Followed by being hung up on instead of transferring me to the billing disputes, as I am at work I can spare no time to call back as my employer is all on my back.
So for about 13 months I have been getting billed for an account I perceived as closed, 13 months is longer than i actually used the account for. so thats near £300 wasted, more like stolen from me, Customer Service dont listen or look to help solve any issues, just bill you for anything extra they can find. They dont understand or make any attempt to understand the issue.
To say the least I am angry, frustrated and having to pay a cancellation fee for an account i no longer have!!! and have been hung up on instead of being transferred to the correct people to solve the issue.
I will never use virgin media again, will be contacting consumer rights. Quiet frankly to anyone considering any service from virgin media, don't do it, go with a respectable and trust worthy provider.
This is the problem with modern retail, no one looks to help or act human, they juts wish to fill out a computer form, ask for account details and find a way to send you yet another bill. Absolutely outraged and frankly, financially crippled by the issue at hand.
One final complaint, Virgin are a disgracefulness company, they are nothing more than a bunch of greedy suit wearing monkeys. Quiet frankly if I ever see a virgin media van/car/anything it shall be urinated upon.
Virgin, go fly a kite
I have had to endure the worst customer service for 12 months but cannot stand it any more, advice to anyone steer clear, they are TERRIBLE.
* despite numerous phone calls, and 3 written letters (never had a response) the service is very slow, averaging 1MB download, they say I am getting 6MB, I have sent proof otherwise, but they have not investigated or done nothing to improve the service.
* broken promises due to number of complaints, they said they would wave the leaving fee, BUT they still charged me £45 for leaving after 12 months on 18 month contract.
* without doubt the worst phone system in the world, it is totally useless, and without fail I have to wait at least 30 mins to speak to anyone.
* very bad and rude customer support staff, with little expertise and little customer experience.
* Quite simply put, the worst company and service I have ever delt with.
So after being charged 4x the BT rate for ~1mb connection i've been trying to leave Virgin for the last month. After calling to leave and get my MAC code - I came home to find the Broadband disconnected immediately. After 3 hours on the phone virgin tell me nothing they can do as BT have taken over the line, refusal to reconnect the broadband and have now us without broadband for 4 weeks. They also refuse to release the phone line so we can start the new service.
I could write a small book on all the calls, escalations, contradictions, mis-guidance that we've been through over the last 2 weeks trying to resolve this...... its been stressful, unprofessional and and caused significant personal impact as we both work at home and rely on being connected. Due to the nature of our work we have a police monitored system which is now down - so they have also put a worker at risk for a month which could have horrific consequences.
So far we have spent in excess of 5 hours on the phone escalating..... been lied to repeatedly about disconnection dates, status of the phone line, "Software issues", its BTs fault (untrue), its standard practice (again not true)... I could go on...
I have never in my life experienced such bad customer service, been lied and misguided so much by any company. I've cancelled everything to do with Virgin and will never use them again for anything, Working in a large company who use a lot of data and telco connections... wont touch them with a bargepole for those either!
Virgin used to be a brand I admired........ after this experience I will never used them again for anything and am constructing a long letter of the events of the last month to send to the industry regulators, watchdogs and online forums.
Mike Labib found this review useful
What can i say Virgin Media what a diabolical shambles of a company. Ive always dreamed about virgin media but couldnt get the broadband in my area so some years later i moved house and was able to get it. (its a old terraced house BUT virgin say not to worry you can get upto 100mb there :) Great sign me up.
Rude engineers not installing the line where uwant in even though been told i could have it there, Leave a mess everywhere from drilling.
The Broadband i tried it wirelessly im only 20 steps away from it directly in line of the router but upstairs. i couldnt get a wireless signal at all with the superhub and dongle.
so i struggled along for a few days and phoned virgin who said oh well send a engineer out your power levels are too high so they did that didnt work.
So i bought 2 x tp link poweline adapters i can get full signal (wired) BUT still the speeds were between 10 mb and 1mb so another engineer called couldnt find a fault. Then constant disconnections and buffering you cant watch something in standard definition online without constant buffers. so they said oh your power levels are too low well send a engineer out (i said no engineer im cancelling so iemailed ceo and said it disconnects every time most days for between a minute and ten mins the speed is soo slow downloading a 600mb file on the upto 60mb package took half hour. so the ceo said i can see u have had 7 engineer appointments ill cancel it for you for free (and keep u on for free until 1st august 2013...
I should mention i was 2 days late paying my bill i had a credit limit of 100 on my account and it went to 60 pounds so i got back from my girlfriends house to 5 letters on the door step saying pay it pay your bill. 5 letters lol. so they switched me off for over a week even though i phoned up to explain,
I used to be with be broadband never had one problem
Bye Bye Virgin :( Unhappy customer
Thank you to the ceo at least for listening if only the service was what its advertised as then i would have had the tv package to aswell as broadband and phone.
Mike Labib found this review useful
What can I say except virgin acted as I expected and they didn't let me Down!! I requested a departure date, arranged for sky to install on the same day of disconnection and surprise surprise virgin disconnected us 5 days early with the excuse there must be a technical error!
Where to start?
VM Services are fantastic when working, but have one problem and you may as well throw your money down a very VERY deep dark hole.
Their customer service agents can't understand you, and I cannot understand them, the noise on the line is louder than my TV on full blast. They don't listen to your problem, they don't understand their own systems, they NEVER call you back when they say they will and that goes right the way up to the CEO's office with whom I am in a pretty one way conversation. When you try to leave they slap you with extortionate "extra" charges and basically blackmail you to stay, or in the case of Virgin mobile, they gave me a gazillion free minutes even tho I have used only 6 minutes of call time in 6 months so obviously do not use the mobile for calling people. And don't use your VM landline to phone any 0844 type numbers or the bill comes and it looks like you have been phoning porn lines with the size of the amount lol.
All in all an absolutely HORRIFIC experience, and I am running back to SKY, because compared to VM they win hands down, worth every penny extra I may have to pay.
Tried to cancel our contract and was told that we couldn't do it as we would have to call up another time. They tried to say that we needed to pay more to cancel than their own publicly available terms and conditions state. The manager in customer services said that "We stand ready to fight our customers". Shocking thing for a customer service person to say.
Mike Labib found this review useful
Avoid this company at all costs.
My so-called 30Mb connection runs under 5Mb most of the day. 1Mb is not uncommon, pings of over 200ms make it useless for Xbox etc. VM tells me its an over utilisation problem (too many customers not enough investment in infrastructure) and its going to be fixed any day soon, they refund my money each month and put back their fix date.
Check out virginmedia community forums - thousands of posts on slow speeds.
Useless customer support whether from UK or India, deny any problems exist even when you quote their own ticket fault number.
You must use a VM modem/router which is a cheap chinese £10.00 Netgear model, Its wireless capabilities are dreadful. I had to purchase a £60 wireless router and use their unit in modem only mode.
Ending their contract early is very expensive watch out for this. As soon as mine is finished I will move to BT Infinity.
You have been warned, one star rating is too high for this dreadful company.
Worst customer service i have ever received in me entire life, intermittent connection can go off for days randomly and the customer service technicians cant even be arsed to look into it for you all they do is send you another 'superhub' or a technician who on arrival just tell you the obvious which is that its not a problem at the address. You would think about having what is probably close to 15 technicians in the past 8 months that they would communicate this back to the customer service team but oh no, they have no idea what they technicians have said the problem is. Today was no different, was put through to 2nd line who said it was a problem on my line and that i would receive a call back shortly which never happened, i rang back several hours later and now they are saying its an area fault (which will probably make it the second or third area fault this month) which wont be fixed for another few days. another few days of paying for a service that i am no receiving thanks virgin, wish i had never gone with them in the first place.
Mike Labib found this review useful
I have been a VM customer for over 10 years & despite my loyalty to them over the years I certainly don't feel that my custom is as valued as they make out.
I have had various problems with them & had recently decided to cancel my tv service & to just keep my home phone & broadband. You'd think this would be simple enough but
no! They promptly informed me that they need 30 days notice & will not turn off the service until this period had run out. I was fuming. I was paid up on time at the time & found it totally unfair that I'd have to pay for a further 30 days that I didn't want. Especially seems I not even under a 12 or 18 month contract with them anymore. However they are quick enough to cut you off when you owe them something.
Anyway, they should be turning it off in a few days but not before having endured a few phone calls from them trying to push me into keeping the service. They haven't listened to me at all. After a rather rude phone call from one of their abrupt advisors today I have decided to pack in the phone & internet service too & I'll take my custom else where.
VM's customer service is atrocious & I simply want out.
I been with virgin media for about 5 years and i have had only one or two small problems and thoughts problems were fixed within a day or two. I have had sky but the price was to high for me and when there was bad weather the TV didn't work it would say "no signal" also when there was a problem i would have to spead hour after hour on the phone go from one to the other and were not helpful at all. so i switched to virgin and they are the best nice amount of on demand and tv channels and the tivo box is amazing youtube, ebay, twitter all on your TV an the service doen's cut out in bad weather i have 60Mps broadband, XL TV and M phone i would recommend this package to anyone but i would also recommend to start small I.E. the starter package or the classic collection if you are trying to keep cost down.
They are an unbelievably incompetent company, which has rude and unhelpful advisers (except the odd few), and seems completely incapable of resolving any issues. I would strongly advise avoiding this lot.
I've been with Virgin Media in it's various incarnations for almost 15 years. To be honest after previous problems I should have simply given up. Generally after a fight, I'd get the problem resolved, and things would move on. Like any service, it's great when it works. When something goes wrong, it just spirals into a hopeless pit of despair.
The latest one started with an email telling me about bright sparkly new things happening to my Virgin line (national, not cable). After their apparent upgrades to the exchange the following happened:
- The download speed dropped from about 11Mbps to roughly 6.5Mbps.
- The upload speed went from 1Mbps to practically nothing - occasionally 0.05Mbps
- The router decided to regularly unlink from the internet
- The router decided that wifi was optional, regularly disconnecting 3 separate devices, all with different operating systems - ie leading me to believe the router is the cause!
To be honest, it was a simple issue and I thought it could be resolved quickly.
So I go online and follow the "report your issue online". Followed through almost 20 minutes of diagnosis questions that were rather silly, followed all the unplug/leave 5 minutes/reset instructions to get to the final "report your issue" bit. It advised me to ring 150. I could have saved almost an hour of faffing by ringing the call centre - knowing I'd have to go through it all again.
The formal VM "twitter" account advised me to complete a form at a link they sent. Spent a good 20 minutes entering all the information into the form, including a breakdown of issues with technical data. Clicked submit and the form failed to work. More time wasted.
Rang the call centre, and got through to their offshore call centre. The advisor started asking security questions including "who I bank with" and other such personal information. Then as diagnosis starts, she asks me to go to a specific website and "give her control of my pc". I terminated the call immediately.
Two things come to mind - a) why would anyone in their right mind grant someone on the other side of the world access to their PC - talk about inviting invasion of privacy and viruses; and b) How on earth does she have access to my bank details.
Having been previously stung by issues regarding the call centres offshore, I choose to not deal with them, simply because they are accessing my personal information WITHOUT any sort of legal structure (as they operate outside UK law).
Finally I wrote to the Chief Executive, knowing that an advisor in their complaints section would answer it.
First call was at 8am, which doesn't help when you're asleep. Second call at 12:30 was rude, distasteful and aggressive. I was accused of racism in some fabricated delusion from the advisor, and resolutely refused any sort of help.
After terminating the call due to his constant insinuations of unfounded racism, I called back asking to be dealt with by someone else. The answering advisor puts the rude one back on the phone, and I was offered a manager's callback in a WEEK. That was the final straw.
I then called back to obtain my MAC code, to take my business elsewhere, and spoke to a lady who is sincerely a credit to VM. She was polite, pleasant and very understanding. MAC code arrived in minutes and I proceeded with my order to move to another network; date agreed as about 2 weeks hence.
VM then sends me an email to confirm I'm leaving today, and that they're cutting my services off today. Yet another phone call ensues, and they say it's a mistake and it's set for 2 weeks hence - so we'll see what happens at midnight tonight.
All in all I have been accused of racism (unfounded), refused any help with my service, given information that has prompted me to call them each time, and frankly wasted time I'd rather spend watching paint dry. I have given VM the benefit of the doubt over the years, and stuck with them despite some of their shockingly appalling customer service. Being accused of racism was the final straw.
So my services go elsewhere. Perhaps it's time they dropped the "Virgin" brand, given that they absolutely don't offer the expected customer service of other Virgin group companies.
I had talk talk and when moving in to a new flat I was enticed by my landlord to have virgin media, "as a reconnection with talktalk would be to expensive". Later I found out the the jerk got a 50£ credit on his virginmedia connection so he could sat all day masturbating. When setting up the contract I haven't read anywhere that by asking for a phoneline service, I would also need to buy a phone. I bought a regular one, that didn't work, and customer service tell me it should be a virgin phone, I didn't bought it. Oh yea, and if you don't have a virgin phone service (+ virgin phone) you will be burning parts of your brain and wallet, frustrating with customer service, since the thing looks set up to make it really difficult: the machine asks for area code, some 2 or 3 passwords, and some more shit, "to make the service faster". True to be said, I have wasted more that 20£ trying to cancel the phone service, which I couldn't so I had to stick with it for 9 months. Now, let me tell about the broadband in one word - its shit. I mean, I never had a service who blocked so many websites, I had to learn how to counter act this with proxys and other IT technicalities so I could download what I wanted (yes I know that copyright infringement is though for the companies to accept that has its own benefits).
The connection was good and reached the speeds that they sell lets say.. 2 times in one year. On prime time, I couldn't even watch youtube. Also I had 3 periods of 5 hours straight with no connection. Yes I could spent other 20£ phoning them to fix it but I chose to wait, you can guess why.
Oh, and the letters they send, so funny. "We noticed that you like to download, specially in the evening". Is that really a good marketing move on your clients? First, its really great to feel being spied on. Second, I can't even watch a 2min video on evenings, not to talk about DOWNLOADS that I can't even reach the websites to make them...
And last but not least... I changed house again, and wanted to bring virgin along with me since I had 2 months left in the contract... AND I find out that if I wanted to bring them with me (yea, romantic I know) I would had to re-contract for more 12 months, and pay some fees.. I chose to disconnect, and I was also asked to pay for a disconnection fee.. LOL. Today I find out that they are charging me for paper handling fees, when I signed up for a Direct Debit to prevent them for sucking more money out of me 0_0 it has reached a point that is incomprehensible to me.
By the way Virgin Media... I'm using your service that I payed to write this. And I will also prevent everyone close to me to spend 1 cent with you. This is actually a thing that I can do with your connection, type text. wow. Im going back to talktalk again, not sure if its the best but at least I had nothing to bother when I had it. and fuck you virgin, honestly.
Yes - I have had a couple of times I have had superbad experiences with the Indian call centres.... BUT I have also had a good experiences with them. I've also had bad experiences with customer services in the UK based customer services team.
It always gets sorted out.
The broadband is FAST ! If it's not then complain.
The TV is great - I don't have TiVo but I can still record 2 channels and watch a 3rd.
Phone... is well a phone line.
They get 4 stars from me because whilst the operators can be bad the actual services provided have always been top notch for me.
I'm so glad I've managed to cancel my contract within the 7 days period.
I signed up for their promotion which had 9 months half price. I received my contract in the post a week later which only stated it was half price for only 6 months. This is when my problems started.
There was only an 0845 number I could find to contact them. I had to phone this on my mobile so started paying at great cost this error which Virgin Media caused. After being lost in the phone system for 10 minutes, it appeared to crash and I lost the call.
After some time I managed to find a "call me back" service on their website. They called back - thinking I wanted to add services to my account. They redirected me to what can only be described as the worst Indian call centre I had ever encountered. The line quality was horrific, and the person I was speaking to barely knew what I was talking about.
She came across as extremely rude and did not seem to understand that the contract needed changing to 9 months. It's only when I started shouting at her that she said she could change the contract.
That wasn't the end of it.
During sign up, the only address that matched my property in the list was "FLAT A" when my flat is called "GROUND FLOOR FLAT". I told the woman this and she said that I would need to cancel my account, and sign up again.
When I told her this was not an option, she simply ignored me and said I need to be transferred to another person to have my new account set up. Only at shouting at her, she could understand I did not want to set up a new account.
I told her I was cancelling and was going to phone up Sky. Did she care? No - in fact, I don't think she even knew what the word "Sky" meant. She did not care in the slightest that I didn't want to set up another account as I would have to wait 2 more weeks for an installation date.
IN SHORT. THIS COMPANY IS HORRIFIC! If you just try speaking to anyone from the company as an existing customer, and you'll soon see what this company is all about.
I am completely shocked by my experience, and today I see Sir Richard Branson as a very different character than I did.
SHOCKING. JUST SHOCKING. STAY AWAY.
We are a student household and where well aware of the tricks and cons that service providers play on students. So on signing for a 12 month contract with virgin I was very firm that the service was only require for 12 months - no more and no less. We were signed onto a 12 month contract - 6 months half price - 6 months full price with free installation . On receiving my contract I noticed that they had not included free installation or 6 months half price as agreed so contacted them to verify the arrangement and to alter the contract papers. Virgin media apologized and agreed to the original terms however a second contract never arrived.. now, 11 months on - i rang to confirm that our contract would soon be ending as i am aware that service providers often overcharge for cancellation fees and such - I am being told that i have been signed into a 18 month contract in which there is a £180 cancellation fee. FUNNY THAT. anyway i wasn't having any of it, after reading many reviews online of people saying the same thing. I basically told them that i wasnt falling for it, that i had asked for a 12 month contract and that there was no way in hell that i woul be paying £180 for an error made by their staff or because of a con. I then spent half an hour on the phone to various useless customer service representatives explaining the issue and asking to speak to someone who could resolve the matter. After half an hour, and after becoming very frustrated at being passed about to incompetent service staff it was confirmed that yes, i had signed into a 12 month contract and that this was noted on my records. I am now waiting for a response from virgin media and i fully intend to rip them a new arsehole.
Looking forward to finding our the cost of my phone bill
AVOID AT ALL COST!!
Virgin Media have the absolute worst customer service in the whole world !!! If you ever manage to get through to them by bypassing every tactic to stop you from contacting them then you will be faced with the most disinterested individual who will pass your call to another dis-empowered individual who will promise you the world but you may aswell just dip your available organs into a vat of molten iron as this will probably provide you with a more positive outcome than awaiting any kind of response from these idiots !! Virgin Media = worst conceivable customer service !!
Joined 5 June 2012, took contract just for home broadband in Bromley shop paid £25 got it installed by two clowns one was Ill sweating drilling in my wall, no dust sheet asking me for hoover as I said no get your own, installed it made a phone call lied on the phone about being plugged into computer and left, from that day nothing but drop out speed issues, so I didn't pay, sent emails from their site with automatic replies but still nothing from them.
To sum this up every call they made to me was recorded by myself if I'm paying for broadband and technical support and not get neither one I didn't pay the bill, I have video, photos, recordings and now in the process in passing this to CISAS the governing bodie, The International Dispute Resolution Centre where you can make an online application against virgin media where an adjudicator will deal with case, if there not offering from what there advertising they cant take money for something there not giving, so if there giving half of what there offering they should only get half off what there charging, I'm even knocking on doors to talk to residents to stake down there views, so don't pay stand up be strong, you wouldn't give that money to a stranger so why give it to virgin who don't give nothing back. Excuse the pun
After years of being battered with direct mail and phones calls from Virgin Media encouraging me to switch from Sky to their services I finally relented last month.
What a mistake!
When I purchased my package the salesman ensured me all evening and weekend calls were included. My first bill told me otherwise! Call costs were more than my monthly rental so I called and emailed to complain. That was two weeks ago and I’m still waiting to receive a response from either channel.
The router they supplied can’t be picked up anywhere else in the house other than the lounge.
The Tivo box is clunky, unintuitive and not a patch on SkyHD.
The App doesn’t let you watch TV outside your home network (unlike Sky Go). Or if it does I can’t work out how to do it, so anyone please feel free to correct me and send me a link with instructions on how to setup.
No wonder Virgin have to do so much marketing to sell their crappy service. I’m counting down the 18 month contract until I can switch back to Sky.
I've been nearly 4 years with Virgin after I thought was time to get a good tv pack for all my family, they told me, as a good client, I will get more tv channels than the ones I was getting, also they say that my bundle was costing like £48 a month, i accepted I fell for it, after the installation I had few new channels like nick, boomerang, cartoon... well I was happy with it, the 7 days try went on and I accepted the contract after 1 month, I have problems with the tivo box, there I found out that the tv pack was the same one I had for many years, I haven't received nothing they got me into contract by tricking me, or cheating and now they say that if I want to break the year contract I have to pay penalty.If I new they were wonderful speakers, but rubbish delivering, I don't think i could continue with them, they are really good in offering you many things, after when they get you, they say, SORRY WAS an Error. If any one get virgin check what they give to you if is more ask them, before the contract, if not you will be for 1 year, because that is what they want if not they also want the penalty money..
Malusa from Colchester
I have recently terminated my contract. Upon termination i arranged an agent to come and pick up my virgin equipment. I was also told over the phone of a early disconnection fee, which i had no problem with. However, i later received a letter from the company saying i still owed them money. As far as i was aware i had already paid the disconnection fee and outstanding bill at the end of the month in which i terminated, and was give no information to the contrary, in spite of several phone calls to myself from virgin media employees over the following weeks. To add further insult to injury, not more than a few days after receiving the letter, i received a phone call from a collection agency known as BPO. They informed me that my 'debt' had been given to them to collect. I promptly paid the agent on the phone.
I am extremely annoyed at this situation and the way it has been allowed to develop. I WAS NOT TOLD, AT ANY TIME, that i had a further payment to be made separately of my already established manner of payment i had been using for my bill. I am extremely annoyed that no further communication was made to me about the bill other than a letter, a day or so before the BPO agent called me anyway. As a result of this i had no time to pay the said amount. This is unfair trading and unacceptable to me as a consumer. I know we are in a technological age, but a simple phone call solves many problems. If they do not have the required staff to carry out this task, then that is their problem not mine. They should not simply sit back and rely on automated procedures. We are not robots.
Further to that, i received several calls over the past few weeks from Virgin agents attempting to sell me further products. So it seems they have the resources to make multiple phone calls to further your own ends, but very little to spare when it comes to customer satisfaction or well being. Noted.
Ridiculous. I wrote an official complaint.
J9004 found this review useful
I don’t even know where to start my review. The service from Virgin Media is unacceptable and should be reviewed by Ofcom. I am speechless and appalled by the fact the companies like Virgin Media are allowed to run their business which has no basic standards or procedures of in any way acceptable customer service they would follow correctly.
I have signed up to 30 Meg Broadband package and promised FREE installation by a sales agent. Later I have received a confirmation e-mail which confirmed the installation fee of £49.95. I have called customer services and had to battle the installation agent to give me a FREE installation as promised. He had agreed to give it to me. But, of course, he did not make any records of it on my account. I then received a contract which confirmed I WOULD BE CHARGED for the installation. I felt like banging my head of a brick wall at that point!
Finally the day of the installation has come and I was waiting for the engineer to arrive within my allocated slot 8am-1pm. There was no engineer in sight. I had to make 3 lengthy phone calls to chase this up and finally to make this happen today. I had to cancel my work for the rest of the day. He turned up at 3:30pm (2.5 hours late!) With his unbelievably lazy attitude he barely spent 5 minutes with me connecting the scruffy looking “Super Hub” to my old NTL box which hasn’t been used for 10 years. With no testing or any work done, he just plugged in the router and left! He obviously was in a hurry and had absolutely NO interest in his job whatsoever! I was left with no manual or cable, just “Super Hub” which wasn’t working.
After this cowboy installation I had to make 8 extremely lengthy calls to different departments of Virgin Media customer services incurring a massive £30 bill as I had to use my mobile phone (I have no landline). The main department is in foreign country and some CS agents speak very poor English. It is very frustrating to get any help from them.
In the end I was promised another engineer to visit, but I would have to wait A FEW MORE DAYS. Finally I decided I had enough and called to cancel my contract. People who work in Virgin Media have NO interest in their customers! Still have a doubt? Try it for yourself!
george found this review useful
I've been with Virgin for a few years now and, apart from being too expensive, they were always OK, that was until I tried to move house!
So...I booked in for the engineer to set me up at my new property well in advance but then as I couldn't complete in time I had to move the date. When I received text messages advising me that the engineer would still be turning up on the old date I called Virgin (twice) to ensure that it had been rescheduled...no problem they told me, the text system hasn't caught up. When my phone got cut off I smelt a rat and called the helpdesk, the guy swore blind that there was a fault on my line and that an engineer would need to be sent out which would take 2 days. My job involves working with telecoms and once I started asking him some technical questions it was obvious he was telling me a pack of lies.....eventually I got my phone back on!! Then on the weekend of my move I woke up on the Thursday to find that I had all my services cut off, this on the very day I need to electronically transfer my deposit money. Once again I called the helpdesk and was given another complete load of tripe about how they have to disconnect you 48 hours before your move so they can provision the new account, I spoke to the manager but got nowhere. FInally I called back and waited until I got the onshore desk...lo and behold I got my broadband back (the only reason they have 2 stars instead of 1).
When the engineer turned up to do the installation he informed me that a cable needed to go in and that someone would show up first thing Tuesday, needless to say nobody came and I'd taken the morning off work for nothing. Just to add insult to injury and in spite of the fact I have a live direct debit with Virgin I get a letter from a debt collection agency telling me I owe them money...WTF!!!! So 2 weeks after moving I still have no phone, broadband or TV, I have no idea how much it's cost me on calls to the helpdesk on their premium rate number and I see that they've taken money out of my bank account today for my (none existent) service...POOR, POOR, POOR!!!!
GOT A MOBILE PHONE ,SAMSUNG GALLAXY ACE 11 FROM VIRGIN ON A 24 MONTH CONTRACT,WITHIN TWO MONTHS MY PHONE WAS STOLEN OR LOST .COULDN'T PROVE IT WAS STOLEN RANG VIRGIN TO TELL THEM THEY CANCELLED THE SIM CARD GAVE ME THE NUMBER OF THE INSURANCE FIRM RANG THEM THEY BLOCKED THE PHONE 26TH OF MAR.THEY SENT ME INSURANCE FORMS AND TOLD ME IF I TOOK THEM TO NEAREST STORE THAT I COULD FILL THE FORMS IN AND THEY WOLD FAX THEM BACK AS I NEEDED PHOTO ID WHEN I GOT TO THE STORE THE VIRGIN REP SAID NO WAY COULD HE DO THAT, WAS VERY ABRUPT WHEN I EXPLAINED AGAIN HE MORE OR LESS SAID TOUGH SHIT THIS WAS ON THE 6TH OF APRIL AS I WAS WAITING THIS LONG FOR THE FORMS TO COME 20 MILE JOURNEY WASTED AND £10 IN RAIL FARES .WHEN I GOT HOME RANG VIRGIN TO COMPLAIN WHAT A FIASCO CALL CENTRE FROM INDIA COULDN'T UNDERSTAND A WORD SHE WAS SAYING ASKED TO BE PUT THROUGH TO DISCONECTIONS FINALY PUT THROUGH TO SOME ONE WHO SPOKE ENGLISH TOLD HER WHAT HAD HAPPENED .SHE SAID SHE WOULD LOOK INTO MY PROBLEM RANG ME BACK 30 MINS LATER AND APOLIGISED ON BEHALF OF VIRGIN AND SAID IF I PHOTO COPIED MY DOCUMENTS AND SENT THEMTO THE VIRGIN MEDIA INSURANCE I WOULD BE GIVEN PRIORTY .I DID THIS IMEDIATLEY SENT THEM BY FIRST CLASS POST ON THE 6TH APRIL .ONE WEEK LATER HAVENT HEARD ANYTHING SO DECIDED TO RING INSURERS UP AS THEY ADVERTISE ON RECIEVING FORMS THEY WILL HAVE A NEW HANDSET TO YOU IN 24 HRS " WHAT A LIE". VIRGIN MEDIA INSURANCE SAID THEY DIDN'T HAVE THE GALLAXY S 11 IN STOCK AND OFFERED ME A LESSER MODEL WHICHED I REFUSED SO THEY THEN TOLD ME IT COULD BE 3 TO 5 DAYS BEFORE I GOT A HAND SET I MENTIONED IN THE INSURANCE FORMS THAT FOR EVERY DAY IM WITHOUT A PHONE THEY WILL PAY £5 HE SAID BECAUSE THAT IT WASN'T IN STOCK THEY COULDN'T DO ANYTHING ABOUT IT .SO I DESCIDED TO RING CUSTOMER SERVICES UP AND TOLD THEM ABOUT IT THEY SAID THEY COULDN'T DO ANY THING ABOUT IT WHEN I ASKED TO CANCEL THE CONTRACT I WAS TOLD IT WOULD COST ME £314 AFTER THIS NO MORE VIRGINS FOR ME WISH I WOULD HAVE READ THIS FORUM FIRST RICHARD BRANSON NEXT TIME YOU ARE ADVERTISING YOUR PRODUCTS COME CLEAN AND TELL PEOPLE THERE RUBBISH AND YOU CANT PROVIDE WAT YOU ADVERTISE
Worst broadband provider ever!!!!!! I usually don't make comments on forums like this but i would advise people to steer clear of virgin media. I was a loyal customer for about 4 years and happy with the service as i don't donwload alot, but it is used for gaming purposes/streaming/iplayer etc. HOWEVER! We were charged £224 for calls we did not make and when we called them they said we had to pay. I queried the bill and said they wouldn't take money out while my account was under query. Next month another billf or £108 for calls we didn't make! And they turned my broadband off demanding i paid. They sent an engineer over and then it was finally determined i had a cross line. However in the mean time they had taken out the amount of £224!!!! it took 3 weeks of endless calling to FINALLY get them to reinburse the money they owed me AND THEY HADN'T RESUMED MY SERVICES! In the end they reimbursed the £224 and cancelled the £108 charge (I had to just pay the £40 for my package which i was happy doing so).and resumed my services. This WHOLE process took about a month and i had no phone/tv/broadband while sorting it out......SMH. They wouldn't offer any compensation just gave me back my money and said i wasn't allowed to cancel my 6month contract.!!! All well and good until you ACTUALLY need to speak to someone. Worst customer service ever.
I have just left Virgin Media after signing up to Telewest 10 years ago. Since they began rolling out high speed internet (30, 60, 100 and now 120Mbps) connections the quality of connection has fallen drastically to the point where it is unusable in some areas. I live in NE London and I upgraded to 60 last Aug (because i was being throttled on 30) but the actual speed continued to fall to the point where I was lucky to ge 3Mbps - YES 3- evenings and weekends. The only time it was 60 was around 4am which is absolutely no use to me. It really galled me to see ads on TV and even mailshots in my area touting for new subscribers when they couldn't care less about the ones they already had. eventually after 8 months of this poor service I got out of contract without penalty as they agreed they could not provide the service I was paying for. Just signed up to BT infinity2 and wondered why I hadn't done it months ago.
Areas affected by "high utilisation" as VM call it, have apalling levels of service with no prospect of anything being done about it anytime soon!
Daniel Hallen found this review useful
Terrible internet speeds, poor customer service, even worse engineers. Hard to get in contact with.
Once engineer announced on arrival "did someone from fucking bangladesh tell you that". Our speed is never even half the quoted amount and have been told by engineers not to expect the quoted speeds in our area (South Manchester)!? Every time the connection goes completely down, we are given excuses, "temporary fault" eventually becomes"its your super hub" (we are on the 4th, waiting with no internet for 5th!). Only for several engineers to tell us that they have never had full service in our area.
Very frustrated, will never sign a contract with Virgin Media again.
I have just upgraded my broadband and wireless, they told me beforehand that it would work from 30 meters away even in the garden, and that I would definatly get 30mb service, well neither of these are true, I cannot get any reception in the kitchen 10 meters away, and my upload speed is rubbish, when I called them they sugested that I change channels on my router, I have been through all the channels and it is still rubbish, I had a Cisco router before and it outperformed this by miles.
Contacted me in April 2012 to offer a cheaper deal with all the same features promising me it would cost me no extra per month.
When I accepted all was fine for a six months then saw my bill more than double. I only noticed after several months had gone by as I could not login to my ebiiling due to a technical issue of thiers. Contacted them and they basically said unlucky you agreed to the contract so tough.
I have contacted the Ombudsman and will let you all know how I get on
I've been with VM for 5 years. Broadband, phone and TV.
In those 5 years I've had about 1 year in total without problems.
12 months to resolve a "high utilisation issue" about 3 years ago.
All services down all weekend on a number of occasions.
The whole area without any services (phone, bb, tv) for 2 weeks at a time on multiple occasions.
Phone cut off repeatedly due to engineers not doing their job properly.
Currently 7 months in to yet another "utilisation" issue - 2Mbps download - that's 2% of what I'm paying for. VM only refund half of my BB charges for this.
The fix date has moved four times since the beginning of the year, and will almost certainly be moved back again before the issues is fixed.
Customer Service is awful. There's a complaint form on the VM site. It's always ignored. Phone the company and nobody seems to know what's going on. Some times its a fault, sometime there isn't. Offshore technical support is staffed by people with no technical knowledge whatsoever. UK technical support staff think they are more knowledgeable than they actually are and can be quite rude.
I already boycott other Virgin brands like Virgin trains, because I've found the same mixture of incompetence and over-priced hype. Once I've sourced alternative providers, then Virgin Media will go onto my list of "companies I wouldn't touch with a barge pole".
Truly, truly, dreadful all round.
I have been a super hub customer for around 6 months and 2 months ago i upgraded free of charge from the 50 meg to 100 meg speed under the double your speed offer,
Unfortunately i had to resign the contracts for another full term ie: 12 months i never ever get 100 meg speeds even using a ethernet cable i get around 62 meg download speed.
in the last month my broadband keeps going down in total i have gone without my broadband for 9 consecutive days,
when i phone up they say its a problem in my area even though my neighbor's on a lower speed but dont have problems.
i will be seeking advice from OFCOM in the next few days to see if i can get my contract retracted so i can go over to BT.
In my opinion do not give Virgin your Custom they dont deserve the 1 star i gave.
I went to Virgin media after a disasterous experience with TalkTalk. I am a student and Virgin had a stall on campus for the first few weeks of term to help students set up. I signed up on the spot and was told my router and internet would arrive in three days. On the third day the router had not arrived so I rang the man I signed up with and he personally delivered the router and set it up for us. Fantastic!
We had one issue with the internet connection, an engineer came out within one working day (I rang Friday evening, he came Monday afternoon) and fixed it right away, turned out to be just a loose connection, at no charge.
I get the 30MB I pay for, but then again I live in Swansea, Virgin's hometown, with cable installed everywhere. Your speed is always dependent on your location so check what speed you will actually get, paying for a higher service if you are in a poor signal area wont help you at all. Best talk to an actual person, in a VirginMedia store, and things will get sorted quicker and better!
But yes, Price increase only a few months in is a joke, checked the fineprint of the contract and they've covered their right to hike up the costs mid contract, shouldn't be allowed though.
A terrible company and appalling customer service. Despite only needing to turn my internet on remotely they have still kept me waiting 3 weeks to get internet access. We moved house and called them a week in advance to ensure as little down time as possible. 2 weeks into the new house and still at least 5 days away from getting internet access.
Unbelievable disregard for the customer.
I will cover many points here, the first being technical.
From the get go they failed to set up my internet properly, the technicians rushed the job because they were late from their last job and wanted to go home. I wish they had gone home..
Internet wasnt working for 5 days, we continuously kept ringing people to come out and fix it, and eventually when It was fixed it was not 100mb (as promised)
It was 40mb, and despite many weeks and ringing they did acknowledge many times that it wasnt reaching its speed and then eventually they concluded that it was my hardware.. (Are they joking, dual core, wireless N adapter, Ive got everything I need.
Anyway I gave up with them, I dont have time to deal with them months on end and they take advantage of this fact and so Ive been tied into a 18 month contract for a while.. If they dont provide me with a serious refund and improvement of service then Sky will be getting my custom and virgin will be left without any customers, I mean look at the amount of negative reviews on here for gods sakes.
Furthermore, I have complained a few times about speed, oh and also the virgin tivo box always freezes etc, we’ve had it replaced, and still they have glitches, its slow, and channels dont load..
Oh and they were supposed to upgrade us to 120mb Ages ago.
(Im looking forward to it)
However I doubt that it would even put my speed up to the one that I am paying for now! They should have contacted us and offered a discount in my opinion.
Oh, they also sent out a person who said the reason the net is slow is because of invisible electronic interference (like I am stupid). Ive not heard of anyone else who has been told this by a internet mechanic.
Lastly, the calls are very expensive, probably works out twice more than bt’s pricing, and of course 0845 numbers etc arent included.
The voicemail doesnt include callers number either ??
We also can’t withhold calls using 141 for some reason?
Overall. This is a company that was new in the game and I should have realised from the beginning and stuck with sky etc..
Applied for a 1 year contract and somehow when I rang them up today it was 18 months contract.
The monthly fee was raised after 1-2 months you signed your contract...that's a serious breach of contract.
Extremely slow and unstable internet!!! And they don't bother to fix it. Customer service is close to zero, the website will lead you go round and round.
Bye Virgin Media, I will cancel it even I have to pay a ridiculous amount of cancellation fee. Never use again. I will inform/warn all of my friends.
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